Financing: KfW Development Bank
Implementation timeframe: January 2017 – January 2018
Role of Municipal Development Institute, ltd.: subcontractor to GFA Consulting Group GmbH (Germany)
In the framework of the Project "Municipal Water Infrastructure Project Chernivtsi, Phase 1", MDI provides Consultancy Services under Accompanying Measures.
The purpose of the Accompanying Measures is to support Chernivtsi Water Supply and Sewage Company in managerial, administrative, commercial, financial, operating and maintenance activities of the water supply and sanitation facilities as well as public relation.
The objective of the Accompanying Measures is to complement the rehabilitation and construction works with comprehensive training and coaching measures in order to strengthen managerial and technical capacities within the Company. A tariff system aiming at full cost recovery needs to be prepared, necessary increases of tariffs must be communicated well and in time. The Accompanying Measures for the institutional strengthening of the utility shall include technical assistance, trainings, workshops and on-the-job support.
Much attention was paid to increasing effectiveness of customer relations and, in particular, conducting a public opinion survey on the quality of services provided by the Company; developing a Communication Plan; conducting an Information and Outreach Campaign on key issues of the Company's operations.
Accomplishments
- Medium-term strategy and a strategic Business Plan were developed.
- Five-year Financial Plan and Tariff Adjustment Plan were developed.
- Assistance was provided to the Company to improve commercial operations and a customer data base and technical operations and a technical data base.
- Assistance was provided to the Company to improve customer relations, communication policies and strategies.
- Public Opinion Survey on Quality of Services was conducted and a special training was organized for Focus Groups Moderators prior to the Survey.
- Information and Public Education Campaign was developed and the Company's staff was trained in effective communication with consumers, conducting information campaigns.
- Special trainings/seminars were organized to train the Company's staff in hydraulic modeling, financial management, communication techniques, public outreach and education; etc.